terrible after sales service

4.4 / 5
89% of users recommend this
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Guest's review of Tool Net www.tool-net.co.uk


“terrible after sales service”

Written on: 28/03/2012

brought a makita petrol cutter 6th of march 2011. first used it two months later when the switch broke and had to send it back at my own cost and time. recieved the cutter back a month later started it and it worked ok. i didnt use the cutter again until the 28 march 2012 after 1/2 hrs work the switch broke again. tom at toolnet didnt want to no he said that it was out of warranty and makita's problem even though it was the same fault and only 3 wks out of warranty. i contacted makita and they could not believe how tom at toolnet had handled it and of course agreed to fix it free of charge. toolnet will take your money and then wash there hands of you. all they had to do was to speak to makita and arrange a courier for me at the cost of £20 to avoid all problems but they did not want to know. would never recommend this company.

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Toolnet's Comment

Written on: 04/04/2012

Dear Sir,

I would like to reply to your review starting from the beginning. If items need to be returned to the manufacturer under warranty it is subject to their terms and policy. Makita will only collect from dealers, so it is the customer's responsibility to return it to the place of purchase for it to be collected. Other manufacturers such as Bosch will collect from customers and deal with the warranty directly with end users. As you bought the Makita, this is why you had to return it to us at your cost as detailed in our terms and conditions which you accepted when placing your order.

My colleague Tom did call Makita to ask if there was anything we could do for you as it was 3 weeks outside of the 12 month warranty. They advised Tom that as it was outside of the warranty you would need to take it to a repair agent. Tom did recommend you speak to Makita as they maybe able to help you out directly as a one off and as a good-will gesture but it would be impossible for Makita to allow us that kind of favour as it would set a precedent on future warranties between us and them.

When you called us back telling us Makita had told you we should fix it, you could not provide a name of the person or get anyone from Makita to call us to confirm this.

I am happy to hear Makita are sorting this out directly with you but this is because you took our help and advice to speak to them directly.

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Geoff674's Comment

Written on: 29/10/2015

Well - Tool-Net's 'help and advice' to me (after being lied to on more than one occasion about non existent deliveries) was a senior manager hanging-up but not before he patronisingly dismissed this customer as not being 'worthy' of speaking to a director. To quote this manager; "directors do not speak to customers". I think that says it all about the reality of Tool-Net's REAL attitude toward the very people that keep them in business.

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